In today’s digital age, exceptional customer experience (CX) is the cornerstone of brand identity, and the future of CX is personalised, integrated, and AI-driven.

Yet there’s a delicate balance between digital innovation and human interaction: the human part of the equation will always be critical. AI solutions can handle routine queries where human interaction isn’t essential, while human expertise is necessary for those requiring empathy.

The need for a seamless omnichannel experience

Customers today expect organisations to understand their needs and preferences and offer help, support, and solutions (or just a friendly ear) across all channels. Text, voice, messaging – each carries the company’s brand, so each is to be valued.

Research shows, however, that the transition between customer service channels still creates pain points for customers. A seamless omnichannel CX is imperative, and this can be achieved with a state-of-the-art cloud solution.

Centralised data storage means that regardless of the channel the customer chooses, the right information is there for the agent or automated system. When there’s a need or a preference to switch channels, the customer’s experience never drops in quality.

The role of AI in enhancing CX

AI technologies (natural language processing, large language models, cognitive algorithms and so on) can decipher complex queries, understand emotional tone through sentiment analysis, and recognise intent.

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This additional context enables agents to accurately anticipate the customer’s needs and tailor their responses accordingly, perhaps by directing them to a more suitable resource. Issues are ultimately addressed more quickly, leading to improved CX and loyalty, but inimitable human empathy is retained.

Making it better, all the time

The nature of AI is that it learns continuously, so the sooner contact centres begin their AI journey, the better their CX will be. Smart algorithms learn the patterns of interactions, get to know the sentiments expressed at every touchpoint, and can find faster ways to resolve issues.

Most contact centre solutions in this space will come pre-trained to some degree. But it’s after the embedding of an AI-powered system that the real results start to appear. Today’s omnichannel contact centre solutions with AI at their heart help brands’ operations at the point of contact by:

– Sorting and prioritising according to need.

– Allocating the right solution, be that human or ‘bot’.

– Freeing up agents to tackle both the challenging and the interesting.

– Handling the day-to-day problems that would otherwise waste skilled agents’ abilities.

Furthermore, many users of AI in this critical role, central to the brand, will find several other pluses that positively impact elsewhere in the business. That happens when machine learning helps with the following:

– Building impactful data on customers, their behaviours, and preferences.

– Taking more and more repetitive work from human agents.

– Helping skilled workers forge new careers working with AI technology.

– Driving down staff churn by offering engaging and interesting work to employees.

Leading CX solutions for 2024

Two suppliers have emerged as leaders in this field: Nexon Asia Pacific and Genesys. Nexon Asia Pacific (Nexon) offers comprehensive digital solutions plus a critically important consultative service.

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Nexon leverages the technology from Genesys, a global cloud leader in AI-powered experience orchestration, so organisations can seamlessly coordinate technology, interactions, and touchpoints and deliver superior end-to-end customer and employee experiences at scale. By utilising the all-in-one platform Genesys Cloud, organisations can coordinate experiences for customers and employees through a single cloud contact centre platform.

Nexon Asia Pacific

Navigating a successful digital journey toward next-generation technology is a collaborative endeavour. Many Australian organisations use Nexon to consult, deliver, and manage their integrated CX strategy and solution.

Working closely with clients, Nexon’s solution architects begin by thoroughly understanding their current position in their CX journey and identifying their desired destination. They then identify a potential future state and map out the complete solution from start to finish. The team is adept at recommending and deploying cutting-edge technologies that propel clients ahead of the competition, providing full visibility into all operations to harness valuable insights.

Throughout the implementation process, Nexon’s solution architects offer consistent guidance, ensuring clients remain informed and empowered while the project team delivers solutions with rapid time-to-value.

AI is proven to enhance customer journeys and provide predictive insights, providing significant infrastructure cost reductions, and a host of other wins in productivity and operations. By harnessing the power of AI, Nexon enables continuous, personalised engagements across the entire customer journey. This approach enhances customer and employee experiences, driving efficiency and overall business performance.

The partnership between Nexon and Genesys offers clients customised CX solutions for their environment, with ongoing support as organisations evolve.

To explore further about Nexon’s delivered Genesys Cloud CX solution, empowered by AI, please click here.

Genesys – AI-powered experience orchestration platform

Through Genesys Cloud, the number one AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency, and operational improvements.

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It has forged a strategic partnership with Nexon Asia Pacific and names it a trusted MSP (managed service provider) of its own contact centre.

Boasting performance metrics like a 94 per cent average response rate, 90 per cent first-call resolution and a 20 per cent increase in agent productivity, Genesys Cloud sets businesses up to deliver faster, fully personalised customer interactions.

Genesys Cloud has an intuitive, user-friendly design, AI-augmented tools, and a modular architecture that scales to the needs of businesses as they grow.

The platform complies with rigorous security regulations, offering unparalleled protection through TLS encryption for secure traffic and encryption for data at rest with 256-bit AES technology.

Read more on Tech Wire Asia about Security Bank and healthcare provider Maxicare and the benefits their businesses experienced after implementing Genesys Cloud.